Customer Name Mismatch with QuickBooks

Identifies situation where the Maxio Customer name is not equal to the QuickBooks Customer name.

This is the alert Maxio shows on the Customers Attention Needed list as Customer Name Mismatch. The Maxio Customer Name field and the customer name QuickBooks sends to Maxio are two separate fields, and this alert flags every Customer where the two no longer match.

Why the Customer Name mismatch happens

The Maxio Customer Name and the QuickBooks-side name for that same Customer are stored as two separate fields. The first time a Customer syncs from QuickBooks, Maxio sets its own Customer Name to match the name QuickBooks sends over, and it also stores that QuickBooks name separately, on the Customer's QuickBooks billing profile. After that initial sync, either field can be changed independently: the Maxio Customer Name can be edited directly on the Customer record, and the QuickBooks-side name only changes when it is edited in QuickBooks and synced back over. Editing one side without updating the other is enough to make the two values diverge, and that divergence is exactly what this alert detects.

QuickBooks itself maintains other name-related fields for parent-and-job or parent-and-sub-customer relationships, including a colon-separated hierarchical name that Maxio's own sync logic parses separately to resolve a hierarchy's top-level customer. The Customer Name Mismatch alert does not use that hierarchical value; it compares against the plain customer name QuickBooks syncs to Maxio for the individual record.

Match or edit the Customer name to resolve the mismatch

You can resolve every flagged Customer at once from the Customer Name Mismatch list, or correct a single Customer directly on its own record.

WARNING: Matching all Customer names cannot be undone. Confirming the update immediately overwrites the Maxio Customer Name for every flagged Customer with its corresponding QuickBooks name.

To match all flagged Customer names to QuickBooks

1. From the Customer Name Mismatch list, select Match.
2. On the confirmation screen, select Update to apply the change to every flagged Customer.

To correct a single Customer without changing any others, edit that Customer's record in Maxio and update its Customer Name to match the name in QuickBooks.

Related information

You can add, edit, or deactivate individual Customer records, including the Customer Name field, as described in Manage Customers for Contract Workflows.

For a broader view of the other alerts that can appear on the Customers Attention Needed list, see Monitor Customer Alerts and Errors.